Debt Collector Won't Stop Calling: Your Rights and How to Stop Harassment (UK)

What debt collectors can and cannot do

A collector is entitled to ask for payment of a debt that is genuinely owed. They are not entitled to bully you into paying. Under the FCA's Consumer Credit sourcebook (CONC), firms must treat customers fairly, and several rules matter here.

• Firms must not contact customers at unreasonable times, and must have due regard to your reasonable requests about when, where and how they get in touch
• Firms must not pressurise you into paying more than you can afford, or within an unreasonably short time
• Firms must not misrepresent their legal position or authority, for example by saying court action has started when it has not
• Visits must be notified, must not be threatening, and the visitor must leave if reasonably asked to
• Firms should not visit or threaten to visit without your agreement when a debt is reasonably queried or disputed

What counts as harassment?

Whether contact amounts to harassment depends on the circumstances, including how often it happens and its effect on you. A single call asking for payment is normal. Behaviour that may cross the line includes:

• Calling many times a day, or at very early or late hours
• Pressuring you to pay more than you can afford, or to borrow to pay
• Making threats of arrest, imprisonment or immediate bailiffBailiffA bailiff, now formally called an enforcement agent, is a person authorised to collect certain debts by taking control of goods or collecting payment.Read more → visits that they cannot carry out
• Ignoring a dispute about whether you owe the money
• Telling other people, such as neighbours or your employer, about your debt
• Continuing to chase when they know a health condition makes dealing with debt especially hard

Step 1: Keep a log

Write down the date, time, number, name of the caller and what was said for every call, text, letter and visit. Screenshots of missed calls and texts help. A clear record turns a complaint from "they keep calling" into evidence.

Step 2: Tell them how to contact you

Write to the company and ask them to contact you in a way that suits you. For example, you can ask for letters or email only, or ask them to avoid calling during work hours. Send it by email or by post you can prove you sent, and keep a copy.

Step 3: If the debt is disputed or not yours

Tell the company in writing that you dispute the debt, ask for evidence, and say that you expect them to stop collection activity until it has been resolved. Collectors should not visit you or threaten a visit while a debt is reasonably disputed. Our guide on debts you do not recognise explains what to ask for.

Step 4: Complain

If the calls continue, complain to the firm in writing and describe what happened, using your log. If you are unhappy with the response, or have had none after eight weeks, you can take the complaint to the Financial Ombudsman Service for free. You should also report the firm to the FCA, which gathers information and can take action against firms that break the rules. Trading Standards may also take an interest, and in serious cases you can go to the police. Harassment can break the Protection from Harassment Act 1997.

The "11 words" myth

Some websites claim that a set phrase, often called the "11 words", will stop a collector. That comes from US debt law and has no legal effect in the UK. Use the steps above instead.

If you are vulnerable or struggling with your health

FCA rules expect firms to treat customers in vulnerable circumstances with extra care, and to take account of a health condition, bereavement, job loss or other pressures. If you have a health condition or circumstances that make dealing with debtHow to Deal with Debt: A Practical Starting GuideA calm, step-by-step guide to facing debt problems in the UK — from taking stock of what you owe to finding the right help.Read more → harder, tell the firm in writing and, if you can, send supporting evidence. A debt adviser can help you ask for contact to be paused or reduced. Continued pressure after you have explained your situation is a stronger basis for a complaint.

What to put in your complaint

A clear complaint is easier to uphold.

1. The company name, your account number and the dates of the contact you are complaining about
2. What happened, in order, using your log, including numbers called from and times
3. Which behaviour you think breaks the rules, for example contact at unreasonable times or ignoring a request to change how they contact you
4. What you want, for example that contact stops, is limited to email, or that they apologise or put things right

Calls to your family, friends or employer

Collectors should not discuss your debt with other people. If they call your employer, relatives or neighbours and reveal that you owe money, that can be a breach of the rules and of data protection law. Make a note, tell the firm in writing to stop, and include it in any complaint.

Other ways to take pressure off

There are four main free services: MoneyHelper, Citizens Advice, StepChangeStepChange Explained: What It Does and How It WorksWhat the debt charity StepChange offers, how its free debt advice and debt management plans work, who it suits and what to expect when you contact them.Read more → and National DebtlineNational Debtline: How It Works, When to CallWhat National Debtline is, who runs it, what it can help with, how to get free advice by phone, webchat or online tools, and what to expect.Read more →. They are independent and do not charge for advice. Our guide to free debt advice charities compares them. A debt adviser can deal with collectors for you, and in England and Wales a debt adviser can also apply for Breathing Space, which stops most creditorsHow to Deal with Creditors: Communication and NegotiationPractical advice on communicating with creditors, negotiating affordable repayments, and understanding your rights when dealing with the companies you owe.Read more → and collectors contacting you about the debt for up to 60 days. You can also block numbers on your phone, but keep a record of the calls first.

For an overview of how collection works in the UK, see our guide to debt collection.